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ABC customer has reached out to Infosys to find out current contact center performance for identify improvements.What reports would you propose to clients for analysis that will help to identify productivity improvements in contact center for current call volume?
Real-time reports to check average time of processing calls, current number of calls in the contact center and current number of available agents
Historical metrics like total time an agent spent processing calls during the past month/year
Object-centric statistical values of contact center objects, such as an agent’s call-handling time, number of calls in queue
Product-specific information, such as the number of records agents process during a specific outbound campaign and business-specific information, such as the revenue that agents generate during conversations.
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